Using Zoom Contact Center role management

Zoom Contact Center admins can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign certain agents as supervisors and give them access to view the queue analytics dashboards so that they can track queue KPIs.

This article covers:

• How to assign the account-level Zoom Contact Center privilege
• Default Zoom Contact Center roles
• How to add members to roles
• How to add a new role or duplicate an existing role
• How to edit role settings and privileges
• Role Settings tab
  • Administration section
  • Client Management section
• Engagement Settings tab
• Analytics Permissions tab
  • Real-time Analytics section
  • Historical Reports section
  • Subscriptions section
  • Usage Reports section
  • User Activity Reports section

Prerequisites for using role management

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

Note: For custom roles, when Address book management under Administration section or Address book tab under Client Management section are not checked, then the consumer information is not matched with address book contacts for engagements handled by users with that custom role. If address book contact lookup is needed for users with a custom role, at least one of these settings needs to be checked.

How to assign the account-level Zoom Contact Center privilege

Contact Center Management account-level role privilege grants access to the Zoom Contact Center web admin portal. Account owners will have this privilege by default. If they don't have a contact center license, they can only access user management. Other users may be granted this new privilege, but they must have a Zoom Contact Center license before they are able to access the Zoom Contact Center section of the Zoom web portal. This new permission also enables support for Delegated Account Administration of Zoom Contact Center.

To assign this privilege, follow the article about account-level role management. You find the Contact Center Management privilege in the Role Settings tab, under the Contact Center section.

Default Zoom Contact Center roles

There are three default roles that you can add members to. You can’t delete these roles, but you can duplicate these roles to use as a starting point for a new custom role.

How to add members to roles

Add members to a role to specify the users that have access to the role's privileges.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click the name of the role you want to assign members to.
4. Click the Role Members tab.
5. Click Add Members.
6. Enter names or email addresses to specify users to add as members.
7. Click Add.

How to add a new role or duplicate an existing role

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click Add.
   Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon in the last column, then click Duplicate.
4. Specify the following information:
   • Role name: Enter a display name to identify the custom role.
   • Description: Enter an internal description for the role.
     Note: This option isn’t available when duplicating a role.
5. Click Add or Duplicate.

How to edit role settings and privileges

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click the name of the role you want to edit.
4. Change the role privileges as needed.

Role privileges

Role Settings tab

Administration section

• User management
  Note: If you're editing a role you're a member of, you can't edit this privilege if View and Edit privileges are selected. This is to prevent admins from accidentally losing access to contact center user management.
• Team management
• Roles management
• Skills management
• Inbox management
• Queue management
• Number management
• Routing profile management
• Disposition management
• Asset management
• Waiting room management: Create or edit Waiting Rooms and customize Waiting Room settings.
• Flow editor management
• Account preference management
• Address book management: Create and manage address book units and address books/contacts. This privilege applies to web portal. See the Engagement Settings tab for the Zoom desktop client privilege.
• Integration management
• Campaign management
• Log management: View the engagement log (web portal).
• Call recordings management
  • Play: Play call recordings using the recordings log (web portal). 
  • Download: Download call recordings using the recordings log (web portal).
  • Delete: Delete voice call recordings using the recordings log (web portal).

Client Management section

• Analytics tab
• Inbox tab
• Address book tab
• Teams tab
• Active engagements tab
• Closed engagements tab

Engagement Settings tab

• Transfer engagements (applies to all channels): Allow agents to transfer voice, video, or messaging engagements.
• Listen in on engagements (applies to all channels)
• Opt other users in/out of queues
• Upgrade engagements: To allow agents to upgrade engagements to voice or video. These settings are only visible if you have the associated feature enabled by Zoom.
  • Upgrade to video call
    
    • From web chat
    • From voice call
    • From SMS
  • Upgrade to voice call
    
    • From web chat
      
    • From SMS
• Add or edit contacts in Address Book (only applies to desktop client - see the Administration section for the web portal privilege)
• Add or edit notes
• Barge in on engagements (applies to all channels)
• Whisper to engagements (applies to all channels)
• Take over engagement (applies to all channels)
• Opt in/out of queues
• Chat with Consumer in Video Waiting Room
• Change status of other users
• Voicemail management (applies to the desktop client and web portal)
  
  • Play voicemail: Allow users to view voicemails in the inbox.
  • Assign voicemail to others: Allow agents to assign inbox messages to other users with access to the associated inbox.
  • Download voicemails
  • Delete voicemails
• Share Files
  
• Send outbound SMS messages
  • By entering any phone number: If enabled, role members can manually enter a phone number to send SMS messages to. If disabled, role members can only send SMS messages to address book contacts.
  • Send to any consumer while agent is not in an active engagement: If enabled, role members can send SMS messages only if they're not in an active engagement (availability status is Not Ready). If disabled, role members can send SMS messages when they are in an active engagement.

Analytics Permissions tab

Real-time Analytics section

• My agents
• Queue analytics
  • Active channel engagements: Allow user to view active engagements for each channel.
• Wallboard

Historical Reports section

• Agent report
  • Allow exporting: Allow user to export agent time sheet data.
• Queue chart report
  • Allow exporting: Allow user to export queue detail data.
• Queue detail report
  • Allow exporting: Allow user to export queue detail data.
• Queue interval report
  • Allow exporting: Allow user to export queue interval data.
• Flow chart report
  • Allow exporting: Allow user to export queue interval data.
• Flow detail report
  • Allow exporting: Allow user to export queue interval data.

Subscriptions section

• Subscriptions

Usage Reports section

• Contact Center: Allow user to view the contact center usage report.
  • Allow exporting: Allow user to export contact center usage report data.

User Activity Reports section

• Contact Center operation log
  • Allow exporting: Allow user to export operation log data.